FAQ
ABOUT US
Do you have a retail store located in my state?
Gendoras Box has a retail location in Toronto, Ontario. We'd love to meet you there.
However, we mostly operate online, which allows us to cut overhead costs and focus exclusively on quality and service. This all means that you receive a high quality product at a much better price than you would at your local jewelry store.
Want to see your diamond jewelry in person? Order Your Jewellery today!
Do you have gemologists on staff?
Yes, We currently have G.I.A Graduate Gemologists o Staff. These gemologists are an integral part of our customer service team. If you have any further questions, you can speak with a graduate gemologist at any time.
Where are the corporate offices of Gendoras Box located?
Our corporate office is located in the heart of the Toronto diamond district.
We welcome your comments and suggestions:
Gendoras Box #601, Queen Street East, Toronto Ontario, Canada M5C 1R6.
ORDERS AND RING SIZES
Can I order through your website?
Yes, You can purchase everything including our loose diamonds, engagement rings, or fine jewelry using our secure checkout process.
Can I custom design an engagement ring?
Yes, Custom designing an engagement ring is a great way to create a ring that is perfect for your unique personality - and a beautiful expression of your love. Learn more (Ring Builder Link) about custom designing your own engagement, ring or fill out this form to get started. You can also (call customer link) 24/7 for any inquiries.
What if I need help placing an order?
If you would like assistance with placing your order, please call us toll free at 1-437 484 7936, (whatsapp API Link) 24 hours a day, 7 days a week.
What if I have a question about my order, want to change it, or need to cancel it?
For questions about your order, call Customer Service at 1-437 484 7936, (whatsapp API Link) , 24 hours a day, 7 days a week, or send an e-mail to Support@Gendorasbox.com
You can check your order status online by clicking (check order status link). You will need your order number and email address.
I'd like to place an international order. Do I pay customs fees to Gendoras Box to the shipping carrier?
Currently, Gendoras Box is not collecting taxes on your behalf. In order to facilitate a more seamless delivery of your order, all taxes, duties, and VAT are now automatically estimated but not applied to your order at checkout. The tax amount should be paid to the carrier upon delivery.
Shipping for orders over $500 in value usually takes two to three days. Packages valued below $500 are sent via USPS Priority Mail.
How do I find my ring size?
Our Virtual Ring Sizer offers multiple methods to determine your ring size (or the ring size of a loved one). Please click (Ring Builder Link of website) for a full list of the options available to you.
I saw a ring on your site, and I love it! Is it possible to try it on?
Definitely. At Gendoras Box, we understand how important it is for our customers to see and feel jewelry - especially a piece of jewelry as personal as an engagement ring.
So here at Gendoras Box, we offer free shipping on all orders above $500. In fact, we're so confident that you'll be impressed by the quality of our jewelry that we offer a money-back guarantee. If you're not satisfied with your order, you have 7 days to return your item and receive a full refund.
What if I need to resize my ring?
We will resize your ring once for free within the first year of your purchase, including free return shipping above $2000 order worldwide .
If more than one resize is needed a $50 fee applies to resize white, yellow, and rose gold rings, and $100 for platinum. The return shipping fee is $50 for all customers. We do not charge to ship the ring back to you so that service is always free.
*Some rings cannot be resized and will need to be remanufactured. This may be due to a size restriction, falling outside of the recommended range, or due to the design style. Upon receipt and inspection of your ring, you will be notified prior to any work being done to discuss the charge to remanufacture your ring.
*During our 15-day return policy, you will not be charged if your ring needs to be remanufactured. There will be a fee for rings that need to be remanufactured outside the 15-day return policy. Exclusions and limitations apply. It is important to know that your new ring may not look ‘exactly’ like the original, as minor variations can occur. For specific details, refer to the Terms and Conditions (Link)
What happens when my ring is resized?
During the resize process small amounts of metal will be added or removed to increase or decrease the size as needed. As a result, your ring may be slightly thicker or thinner when completed. This is a minor difference and may or may not be discernible to you.
Your resized ring will be inspected by quality assurance to ensure that our high standards are met and that your ring has been fitted to the size that you need. For a free resizing, just mail your ring to our offices. .
Can you engrave my ring?
Yes, we'd be happy to personalize your ring with an inscription for FREE.
Please note: There will be a $50 re-polishing fee if an engraved item is returned.
If I purchase an engagement ring and a loose diamond, do I have to pay extra to have the diamond set into the ring?
Of course not! In fact, we encourage you to choose your diamond separately - this is what makes your jewelry unique!
I have my own diamond but I'd like to purchase one of your settings. Can you set my diamond into a Gendoras Box ring?
Yes! Almost every ring on the Gendoras Box website is available for purchase, regardless of whether or not you purchase a loose diamond from us. Many rings, however, cannot be manufactured unless we have the diamond in our possession. Tension settings, rings with diamond halos, and other unique designs fall into that category.
In those instances, we require that you send the diamond to our offices and charge a $200 setting fee. To order those designs, please contact our offices and we will provide you with an exact shipping and insurance quotation.
For all other designs, you can complete your order through our online shopping cart. When you check out with just a setting (and not a diamond), please provide us with the exact shape and millimeter dimensions of your diamond so we can include properly sized prongs.
Please Note: while we will take every precaution to ensure that your diamond is professionally mounted into our ring setting, Gendoras Box cannot be responsible for any damage that may occur during the setting process. CZ (cubic zirconia), diamond simulants, clarity-enhanced diamonds, gemstones, or other diamond substitutes are particularly prone to damage.
Any diamond simulants or enhanced diamonds should be clearly marked as such when sent to our offices. We also reserve the right to charge additional fees for diamonds or gemstones that are greater than 7mm in diameter.
Is the name Gendoras Box going to be inscribed inside my ring like I see in the pictures online?
The Gendoras Box inscription shown in our online product images is to protect the copyright of our photographs and videos. Your ring will only be stamped with the metal type (18Kk or Platinum) and the hallmark
Are "Design Your Own" rings considered special orders and do they also come with a money-back guarantee?
Every loose diamond, ring, and piece of jewelry listed on the website is sold with a 100% money-back guarantee. Designing your own ring using our system or having your diamond mounted into any ring does NOT make the ring custom.
Custom orders refer to ring designs that are NOT on the Gendoras Box website.
OUR DIAMONDS AND JEWELLERY
What are GIA, AGS, and IGI diamond certificates?
A Gemological Institute of America (GIA), American Gem Society (AGS), or International Gemological Institute (IGI) diamond certificate assures the value and quality of your diamond. GIA, AGS, and IGI are the gold standard in diamond grading. Their reports detail key characteristics of each diamond.
What are the "Four Cs"?
The Four Cs - Carat (size), Color, Clarity and Cut are the industry grade standards from the Gemological Institute of America (GIA). Every diamond is specifically graded on these features.
What does "Cut" mean?
A diamond's cut determines how effectively it returns light to the viewer's eye. A well-cut diamond appears brilliant and fiery, while poorly cut stones look dark and lifeless. Well-cut diamonds often appear larger than stones of the same carat weight.
What does the term "eye-clean" mean?
Eye-Clean" is a term used to describe a diamond that is clean to an unaided eye in a face-up position from a distance of 8 to 10 inches. Diamonds of VS2 or higher in quality will usually be eye-clean. Diamonds of SI1, SI2, and I1 need to be visually inspected to determine whether any inclusions are visible from the top. We can inspect any diamond at no charge.
How can I make sure the diamonds I receive are actually the diamonds I ordered?
We ship every loose diamond and diamond engagement ring with an independent GIA, AGS, or IGI lab report. This report can be examined by a qualified gemologist and compared against the unique characteristics of your diamond.
I found a diamond on your website that I like. Is it available?
Yes. All diamonds on our website are available for purchase.
What is the quality of the diamonds used in your jewelry?
Smaller diamonds (often called melee) are cut in factories around the world and are available in a variety of qualities.
The highest quality diamonds are often referred to as "Collection."Collection diamonds are finer in both color and clarity. They're precisely cut to maximize fire and brilliance. Collection quality goods are only available from specialty dealers. We pride ourselves on using collection diamond melee in all of our engagement designs.
"Promotional" goods are higher in both color and clarity, but are still cut for maximum weight. The lowest quality goods are usually labeled as "commercial" and consist of I/J/K color and I1 clarity.
Are any of the gemstones used in your jewelry heat treated?
Yes. It is very common for natural gemstones to be heated. Heating the stone can intensify color and clarity, making the gemstone more beautiful and valuable. In addition, emeralds are commonly infused with a colorless oil, wax, or resin to improve their appearance and luster.
Nearly all rubies and emeralds on the jewelry market today are heated or treated in some fashion.
Do the 18K white gold rings turn yellow over time?*
Yes, very slightly. In order to give 18K White Gold a pure white color, it is plated with rhodium. This is a standard practice for 14K and 18K White Gold jewelry. Over time, the rhodium plating may wear off.
When that occurs, the true color of the white gold (a slightly buttery off-white) will appear. Gendoras Box offers paid lifetime rhodium plating on all our jewelry.
Can I Resize My Tennis Bracelet?
We now offer tennis bracelet resizing! There is a non-refundable fee of $200 to shorten the bracelet.
Any links removed will be returned to the customer. Gendoras Box does not keep the links nor provide a discount for the links that have been removed.
Once the links have been removed, the bracelet is non-refundable.
We recommend that you first receive the tennis bracelet to ensure you love the style and then make your desired changes. Please contact our customer service department if you have any additional questions.
What are conflict-free diamonds?
Conflict-free diamonds are diamonds that were not obtained due to human rights abuses, civil war, child labor, violence, or environmental degradation.
At Gendoras Box, we make sure that our customers receive conflict-free diamonds. Our internal guidelines exceed government requirements:
● We cut and polish many of the diamonds on our website.
● We only purchase polished diamonds from professional members of the diamond trade.
● We have contracts with our suppliers which guarantee that their diamonds are conflict-free.
When you shop at Gendoras Box, you can be certain that your diamonds are coming from the most reputable providers.
How often do you add diamonds to your inventory?
We add new diamonds to our inventory on a daily basis.
LAB GROWN DIAMONDS
Is a lab grown diamond better than a natural diamond?
This depends on what you're going for; both lab grown and natural diamonds from Gendoras Box are conflict-free and vary in their diamond grading. lab grown diamonds allow you to maximize your budget, giving up to 30% moore size for the same cost, while natural diamonds are incredible works of nature and traditional choice.
Where do lab grown diamonds come from?
Lab grown diamonds are created in a lab, but that does NOT mean they are not real diamonds. Scientists start with a diamond seed - a small sliver chemicals - then expose it to temperatures and pressures to make it grow like a diamond under the ground. A carbon coating helps the diamond crystalize as it grows.
The advanced technology simulates natural growth, allowing the seeds to mature from a sliver to a fully-formed diamond.
Are lab grown diamonds the same as natural diamonds? If not, how are they different?
Lab grown diamonds and natural diamonds offer identical optical and chemical composition. The sparkle is the same - the core difference between them is their origin.
Are lab grown diamonds or natural diamonds of higher quality?
Neither is inherently higher quality; both lab grown and natural diamonds are available in a range of qualities. For example, while the color of one diamond may be superior, the other diamond may be superior in clarity - this isn’t connected to the diamond’s origin.
How is a lab grown diamond made?
Scientists start with a diamond seed - a small sliver of chemicals - then expose it to temperatures and pressures to make it grow like a diamond under the ground. A carbon coating helps the diamond crystalize as it grows.
Will I still receive an appraisal and/or a laboratory certificate?
Yes. Gendoras Box lab grown diamonds are graded to the same standards as our natural diamonds. That means your lab grown diamond will be accompanied by an independent laboratory report detailing its "4 Cs" - cut, color, clarity, and carat weight. If your diamond is mounted into jewelry, it will also be accompanied by an insurance appraisal.
Okay, so the untrained eye cannot tell the difference between lab grown and natural diamonds. What about the trained eye?
Same deal, because lab grown diamonds are virtually and chemically identical to natural diamonds, they cannot be distinguished even with a professional loupe.
Will the return policy be the same?
Yes! We stand behind all our products and want you to be 100% satisfied with your purchase. You may return your jewelry piece for a full refund or exchange within 15 days.
PAYMENTS
What types of payment do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, and Discover), as well as PayPal.
Credit card orders can be placed online using our secure server or over the phone with our customer service department. for security purposes. Gendoras Box may request additional documentation (such as a driver's license, photocopy of credit card, etc.) on some transactions.
Please contact our customer service department at 1-437 484 7936, if you have any additional questions.
Will I be charged sales tax on my order?
Gendoras Box collects sales tax on orders that are shipped to the following states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, District of Columbia, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming.
Can I pay with two different credit cards?
Yes. If you'd like to pay with two different credit cards, please place your order over the phone with customer service at 1-437 484 7936, (whatsapp API Link) We are available 24 hours a day, 7 days a week.
What is the credit card security code?
The security code is a 3 or 4 digit number that appears on your credit card. Visa and MasterCard users will find this code above the signature on the back of the card. Discover and American Express users will find this number on the top right of the front of the card.
PRIVACY AND SECURITY
Is shopping with Gendoras Box secure?
Yes, Gendoras Box ensures that our customers' purchases are secure. We use secure encryption and fraud protection for all credit card transactions. All sensitive data is encrypted using 256-bit Secure Socket Layers (SSL). You can view our Norton Secured Certificate to see an independent verification oof our site's security.
Will my personal information be shared with third parties?
At Gendoras Box, we respect our customers' privacy. To learn more about the types of personal information we collect, your privacy rights, how information may disclosed, shared or sold, and other choices about the use of your personal information.
RETURN POLICY
What is your return policy?
If, for any reason, you are not completely satisfied with your order, you may return it within the first 15 days of shipment for a full refund or exchange - we even pay for the return shipping.
Free return shipping applies to customers worldwide and are limited to three per customer. Please note: there will be a $50 re-polishing fee if an engraved item is returned. To return an item, simply follow the Return Procedures listed below:
Contact our Customer Service department at 1-437 484 7936, (whatsapp API Link
Advise the representative that you wish to return your order. Within one business day of your phone call, we will email you a prepaid, fully insured mailing label and instructions on how to safely and securely package your items.
Take your order and the label to the nearest chosen carrier location and simply mail it back to us! If you need packaging materials, the chosen carrier can assist you.
Your order should arrive in our office in 3-4 business days (excludes weekends and holidays).
All refunds will be processed within two weeks and done in the form of the original purchase method. Bank wires will be refunded via company check.
Improperly packaged items:
Items sent to our office without a RAN number, packages shipped beyond the 15-day return period, and packages that are improperly packaged or uninsured will be refused receipt.
Damaged and used items:
Returned merchandise must be undamaged and in "new and unused condition." Items showing obvious signs of wear or alteration by a jeweler other than Gendoras Box will not be accepted.
Loose diamonds:
Loose diamonds must be accompanied by the original laboratory grading report or a $200 charge will be assessed to replace the certificate.
Eternity bands and tension rings:
Eternity bands and tension rings cannot be resized and must be completely remanufactured.
If you need to resize an eternity or tension ring outside the initial 15-day window, you will need to return your ring entirely. We will send the ring to the factory, who will inform us of the remanufacturing fee. In most cases, we are able to offer some credit toward the remanufacturing fee. The amount is not guaranteed and can vary, depending on the ring.
Special orders:
Special orders cannot be returned. A ring plus center diamond that we mount together - such as the Design Your Own rings - is not considered a special order.
Do you have an upgrade policy?
Yes, Any natural diamond can be exchanged for 100% credit towards a new natural diamond valued at least 2x the original amount. Any lab grown diamond may also be exchanged for 100% credit towards a new lab grown diamond valued at least 2x the original amount.
The diamond being upgraded must be in original condition and accompanied by the original laboratory grading document. Gendoras Box can also remodel most rings to accommodate the new diamonds for a minimal charge.
SHIPPING
Where do you ship diamonds?
We ship diamonds to the U.S., Canada, and internationally. We deliver to your home, business, APO, or nearest UPS location.
Regarding deliveries to USA: customs taxes may vary, depending upon the nature of the item and the province you are having the item shipped to. For example, purchasing a loose diamond will not incur a customs tax, whereas a diamond engagement ring, diamond earrings or a diamond pendant will incur a customs tax from anywhere between 5% and 8.5%. Other than GST/PST/HST, there are no additional import duties for orders shipped to USA.
Before having an item shipped to USA, please learn more about the exact taxes abd rates you may be subject to pay.
What is the cost of shipping?
Gendoras Box provides fast, free shipping on all order destinations, regardless of order amount.
I'd like to place an international order. Do I pay customs fees to Gendoras Box or to the shipping carrier?
Currently, Gendoras Box is not collecting taxes on your behalf. In order to facilitate a more seamless delivery of your order, all taxes, duties, and VAT are estimated during the checkout process but not applied to your order total. The tax amount should be paid to UPS or your broker upon delivery.
Can I ship to an address that is different from my billing address?
yes
Can I send my order to a pick-up location instead of a chosen address?
Yes. For all domestic shipping and international orders over $500 USD, you may choose to pick up your order at a UPS location instead of receiving your Gendoras Box package at a selected address.
This option can be requested at checkout and is currently only available in the Canada.
Do you ship to military APO's?
Yes. We will gladly mail your purchase to any military APO using the US Postal Service Registered Mail. Registered mail shipments are fully insured and can take up to three weeks for delivery, so order early!
How long after I order will my item be shipped?
All domestic shipping and international orders over $500 USD are done via a chosen carrier.
Loose diamonds are shipped 1-7 days after payment to allow time for proper inspection by our gemologists. All other jewelry and engagement rings will be shipped in one to three weeks, depending on the production schedule of that item.
Are you a "drop-shipper"?
Every item sold by Gendoras Box is inspected by our quality control department prior to shipment to ensure care and satisfaction.
What if I need an item sooner than the date listed on the website?
Every engagement ring and wedding band on our website is carefully crafted at the time of order. While we are able expedite some orders, we highly encourage you to allow adequate time for your design to be completed and inspected by our Quality Assurance team.
Are your shipments secure?
Yes. Our items are fully insured during transit. All purchases require a signature at the time of delivery.
What if my jewelry gets lost during shipment?
Gendoras Box takes every precaution to ensure that your order arrives safely. Your order is fully insured during transit, and we require a signature for all packages.